Key Account Manager bei MetaCompliance

As the Key Account Manager, you will lead our enterprise customer success function while also directly managing a small portfolio of our most strategic and high-value customer relationships. This is a player-manager role: you will both lead a team of experienced Enterprise Customer Success Managers (CSMs) and personally own select key accounts to ensure we deliver exceptional value, build deep executive relationships, and drive long-term customer success. 

This is a high-impact, externally facing leadership role that combines strategic team leadership with hands-on client engagement. You will bring deep experience working with large global organizations, particularly in complex B2B enterprise environments. Your expertise in customer relationship management, commercial acumen, and understanding of cybersecurity or SaaS solutions will help us scale and deepen our enterprise impact. 

Key Responsibilities: 

• Player-Manager Leadership: 
  Lead and coach the Enterprise Customer Success team while personally managing approximately 20-40 high-value enterprise accounts—acting as the senior point of contact and trusted advisor for key customer stakeholders. 

• Strategic Account Ownership: 
  Directly own and develop deep relationships with senior stakeholders (e.g., CISOs, CIOs) across enterprise accounts, ensuring high levels of satisfaction, retention, and advocacy. 

• Team Development & Coaching: 
  Inspire, mentor, and support a high-performing team of senior CSMs, helping them to deliver value for the customer and revenue retention for the business. 

• Customer Engagement Strategy: 
  Define and implement a proactive, scalable engagement model that ensures consistent executive touchpoints, aligned value delivery, and strong partnership health across all key accounts. 

• Cross-Functional Collaboration: 
  Work closely with Product, Sales, Services, and Marketing to ensure a unified approach to customer success, bringing the full value of our platform and expertise to each enterprise client. 

• Escalation Management: 
  Act as a senior escalation point for critical customer issues, driving fast and effective resolution while maintaining long-term relationship health. 

• Commercial Insight & Forecasting: 
  Contribute to accurate forecasting of renewals, expansions, and risk across the enterprise portfolio, including your own book of business. 

• Voice of the Customer: 
  Represent the strategic needs of enterprise clients internally, helping to shape product strategy, service delivery, and customer experience initiatives. 

Experience & Qualifications: 

• 7+ years of experience in customer success, strategic account management, or consulting in enterprise B2B environments—ideally in cybersecurity, SaaS, or related technology sectors. 

• Demonstrated success personally managing complex, global accounts with executive-level stakeholders and long sales/renewal cycles. 

• Proven leadership of high-performing, strategic customer success teams in enterprise contexts. 

• Strong executive presence and ability to build trust and influence at the C-suite level (CISO, CIO, etc.). 

• Commercially savvy with a solid grasp of renewal, expansion, and advocacy dynamics in enterprise software relationships. 

• Fluent in using CRM and customer success platforms to monitor account health, forecast outcomes, and drive engagement strategies. 

• Highly organized with strong problem-solving and prioritization skills; able to balance team leadership with direct account responsibilities. 

• Multilingual capabilities (especially in German, French, Italian, or Spanish) are a plus, given our global enterprise footprint. 

Performance Metrics: 

• Account Retention: Renewal rates across your personal portfolio and the broader enterprise segment. 

• Customer Satisfaction: CSAT and NPS scores from both directly managed accounts and team-managed customers. 

• Customer Advocacy: Growth in enterprise accounts participating in references, case studies, and thought leadership. 

• Expansion Revenue: Value and volume of upsell and cross-sell opportunities captured across the enterprise portfolio. 

• Executive Engagement: Frequency and depth of senior stakeholder engagement—both personally and across the team. 

• Forecast Accuracy: Precision of renewal and expansion forecasting for your portfolio and the wider team. 

• Team Performance: Achievement of team-wide KPIs and individual CSM success.